知識管理是最近受重視的議題，然而當下知識管理文獻十分著重資訊科技的使用以及其他相關外在環境的塑造，例如建立社群。然而組織成員對資訊科技的詮釋對資訊科技的導入與實行有重要影響，在知識管理的相關文獻中對此的討論十分稀少。是以本研究以此為出發點，採用詮釋性研究，並以Orlikowski & Gash的科技框架為架構，選擇一個個案公司進行深度非結構化訪談，以探討在該公司內不同群體對知識管理資訊科技的詮釋，在該資訊科技的導入與實行過程中所造成的影響。研究發現，該個案公司中三個群體(經理、板主、其他使用者與開發者)對知識管理資訊科技的詮釋並不相同，而不同的詮釋使其對該科技產生不同的使用模式，最後導致該科技的使用率偏低。本研究並試圖找尋這三個群體詮釋形成的原因。本研究認為科技框架雖然只能反映詮釋的內容而不能反映詮釋形成的原因，但仍不失為一個探討資訊科技相關議題的良好架構。

Abstract
Knowledge Management System (KMS) has been receiving considerable attention in this decade and information technology (IT) is emphasized in KMS literature. Organizational members’ interpretation toward IT, however, may strongly influence the results of IT introduction and implementation. This research perceives that this perspective is seldom explored in KMS literature thus investigates a Taiwanese IC testing company to study how its members’ interpretations toward a KMS technology would cause the resistance. This research adopts Orlikowski & Gash’s technological frame as a theoretical background to conduct the interpretive research. Related data collecting was mainly through unstructured interview(s). The result shows that there have been three different categories of interpretation (MIS manager, board masters, general users and system developers) toward the KMS technology. This research argues that the difference of interpretation among the three produced an undiscussable conflict and hence the consequent behavior marked down the usage of KMS. This research also attempts to find out how their interpretations were formed based on data available. This research also holds that though technological frame can reveal what one’s interpretations are, it cannot tell us how they are formed.

第一章：緒論.....................................1
第一節：研究背景...................................................1
第二節：研究動機與目的.............................................2
第三節：研究步驟...................................................3
第四節：論文章節結構...............................................4

第二章：文獻探討...........................5
第一節：框架(Frame)................................................5
2.1.1框架的意義....................................................5
2.1.2 框架的功能與重組(Reframe)....................................6
2.1.3科技框架(Technological frames)的意義..........................8
2.1.4科技框架的結構................................................9
2.1.5 框架與資訊系統的導入........................................10
2.1.6 小結........................................................13
第二節：知識......................................................14
2.2.1：知識與資料、資訊間的關係...................................14
2.2.2：知識的種類.................................................17
2.2.3：知識的創造.................................................20
2.2.4：知識與企業組織.............................................23
2.2.5：知識與學習.................................................24
一、認知理論與學習................................................24
二、合作(Collaboration)與學習...............................................26
2.2.6：知識、個人經驗與行動........................................27
2.2.7：知識、文化、權力與框架......................................28
2.2.8：知識與角色替代..............................................29
2.2.9：小結........................................................30
第三節：知識管理..................................................31
2.3.1：知識管理的定義、架構與規劃.................................31
2.3.2：小結.......................................................37
第四節：研究問題..................................................38

第三章：研究方法..........................40
第一節：研究方法的選擇...........................................40
3.1.1：個案研究..................................................40
3.1.2：詮釋性研究................................................41
3.1.3：科技框架分析..............................................42
3.1.4：詮釋性研究所需注意的原則..................................43
第二節：資料搜集.................................................44
第三節：研究限制.................................................46
3.3.1：研究者與受訪者間的互動....................................46
3.3.2：研究對個案公司的影響......................................46
3.3.3：詮釋性研究本身的限制......................................47

第四章：個案分析..........................48
第一節：公司產業背景..............................................48
4.1.1：IC測試業簡介...............................................48
4.1.2：台灣IC測試業現況...........................................48
4.1.3 個案公司簡介................................................50
第二節：個案分析..................................................51
4.2.1 BBS系統的生命週期...........................................51
4.2.2 科技框架的類別與元素........................................58
4.2.3 Mary對BBS的科技框架.........................................60
科技本質(The nature of technology).............................60
科技策略(Technology Strategy).....................................61
使用中科技(Technology in Use).....................................62
4.2.4 板主對BBS的科技框架.........................................63
科技本質(The nature of technology)................................63
科技策略(Technology Strategy).....................................64
使用中科技(Technology in Use).....................................64
4.2.5 其他使用者及BBS開發工程師對BBS的科技框架....................66
科技本質(The nature of technology)................................66
科技策略(Technology Strategy).....................................66
使用中科技(Technology in Use).....................................67
4.2.6 形成不同科技框架的原因......................................72

第五章：結論....................................75
第一節：研究發現..................................................75
5.1.1 與科技框架相關的發現........................................75
5.1.2 科技框架形成的原因..........................................76
第二節：研究限制與未來研究方向....................................76


參考文獻..............................................78

參考文獻
英文部份：
Alavi, Maryam & Leidner, Dorothy. (1999). Knowledge Management System: Emerging Views and Practices from the Field. Proceedings of 32nd Hawaiian International Conference on System Science.

Argyris, Chris. (1990). Overcoming Organizational Defenses: Facilitating Organizational Learning. Massachusetts: Needham Heights.

Binney, Derek. (2001). The Knowledge Management Spectrum- Understanding the KM landscape. Journal of Knowledge Management, V.5, N.1, Pp.33-42

Bolman, L.G. & Deal, T.E. (1991), Reframing Organizations: Artistry, Choice and Leadership. Jossey-Bass, San Francisco, CA.

Brown, J.S. & Duguid, P. (2000). The Social Life of Information. Harvard Business School Press

Calhoun, C., Light, D. & Keller, Suzanne. (1997). Sociology 7th ed. McGraw-Hill Inc. P.98.

Coates, J. F. (1999). The Inevitability of Knowledge Management. Research Technology Management. V42, Pp. 6-7.

Damodaran, L. & Olphert W. (2000). Barriers and facilitators to the use of knowledge management systems. Behaviour & Information Technology. V. 19, N.6, Pp.405-413.

Davenport, T., De Long, D. & Beers, M. (1998). Successful Knowledge Management Projects. Sloan Management Review. V. 39, Pp. 43-57.

De Long, D. W. & Fahey, L. (2000). Diagnosing Cultural Barriers to Knowledge Management. The Academy of Management Executive. V.14, Pp. 113-127.

Drucker, Peter F. (1993). Post-Capitalist Society. New York: Harper Collins Publishers Inc.

Eccles, R.G. & Nohria, N. (1992). Beyond the Hype: Rediscovering the Essence of Management. Boston, MA: Harvard Business School Press.

Ekeh, Peter P. (1974). Social Exchange Theory. P.56, Cambridge MA: Harvard University Press.

Gardner, Howard. (1991). The Unschooled mind. New York: Harper Collins Publishers Inc.

Gore, Chris & Gore, Emma. (1999). Knowledge Management: The Way Forward. Total Quality Management. V.10, Pp. 554-560.

Hedlund, Gunnar. (1994). The Model of Knowledge Management and The N-Form of Corporation. Strategic Management Journal. V.15, Pp. 73-90.

Heimovics, R. D. & Herman, R. D. (1993). Executive Leadership and Resource Dependence in Nonprofit Organizations: A Frame Analysis. Public Administration Review. V. 53, I. 5, Sep/Oct 1993.

Holmer-Nadesan, Majia. (1996). Organizational Identity and Space of Action. Organization Studies. V. 17, I.1, Pp. 49-72.

Hsiao, Rueylin. (2000). The Failure of IT-enabled Change: a Technological Frames Analysis. MIS Quarterly, May 2000.

Klein, H.K. & Myers, M.D. (1999). A Set of Principles for Conducting and Evaluating Interpretive Field Studies in Information Systems. MIS Quarterly. Mar 1999.

Knapp, Ellen M. (1998). Knowledge Management. Business and Economic Review. V.44, I.4, Pp.3-6.

Leavitt, H. J. (1964). Managerial Psychology, Revised Ed., Chicago: The University of Chicago Press.

Lev, Baruch. (1999). Knowledge Management: Fad or Need? Research Technology Management. V.43, Pp.9-10.

Markus, Lynne & Robey, Daniel. (1988). Information Technology and Organizational Change: Causal Structure in Theory and Research. Management Science. V. 34, N. 5, May 1988.

McDermott, Richard. (1999). Why Information Technology Inspired But Cannot Deliver Knowledge Management. California Management Review. V.41, Pp.103-117.

McLoughlin, L.; Badham, R. & Couchman, P. (2000) Rethinking Political Process in Technological Change: Socio-technical Configurations and Frames. Technology Analysis and Strategies Management. V.12, N. 1, 2000.

Morgan, G. (1993). Sage, Newbury Park, CA: Imaginization: The Art of Creative Management, Sage.

Nahapiet, Janine & Ghoshal, Sumantra. (1998). Social Capital, Intellectual Capital, and the Organizational Advantage. Academy of Management. V.23, I.2, Pp. 242-266.

Nonaka, I. & Takeuchi, H. (1995). The knowledge Creating Company: How Japanese Companies Create the Dynamics of Innovation. New York: Oxford University Press

Nonaka, I. & Konno, N. (1998). The Concept of "ba": Building a Foundation for Knowledge Creation; California Management Review. Spring 1998; V. 40, I. 3; Pp. 40-55

Orlikowski, W. J. & Baroudi J.J. (1991). Studying Information Technology in Organizations: Research Approach and Assumptions. Information Systems Research. V.2, I.1, March 1991.

Orlikowski, W.J. & Robey, Daniel. (1991). Information Technology and the Structuring of Organizations. Information Systems Research. V.2, I.2, June 1991.

Orlikowski, W. J. & Gash D. C. (1994). Technological Frames: Making Sense of Information Technology in Organizations. ACM Transactions on Information Systems. V. 12, N. 2, April 1994, Pp. 174-207.

Palmer, Ian & Dunford, Richard. (1996). Reframing and Organizational Action: the Unexplored Link. Journal of Organizational Change Management. V. 9, N. 6, 1996, Pp. 12-25.

Quinn, J.B. (1992). Intelligent Enterprise: A Knowledge and Service Based Paradigm for Industry. New York: The Free Press

Raisinghani, Mahesh. (2000). Knowledge Management: A Cognitive Perspective on Business and Education. American Business Review. V. 18. Pp. 105-122.

Resnick, Lauren B. (Ed.) (1989) Knowing, Learning and Instruction: Essays in honor of Robert Galser. New Jersey: Hillsdale

Spender, J. C. (1996). Making knowledge the basis of a dynamic theory of the firm. Strategic Management Journal. 17 (S2).

Turban, Efraim & Aronson, Jay E. (1998). Decision Support Systems and Intelligent Systems. New Jersey: Upper Saddle River

Zuboff, Shoshana. (1988) In the Age of the Smart Machine: The Future of
Work and Power. New York: Basic Books.

中文部份：
王美音譯，Leonard-Barton, Dorothy(1998). 知識創新之泉 (Wellsprings of Knowledge Building and Sustaining the Source of Innovation). 臺北：遠流出版社

杜長樹. (2000). 服務業知識管理創新與經營. 國立臺北大學企業管理研究所碩士論文
林士智. (2000). 知識管理理論模式初探--組織取向與資訊科技運用. 東海大學工業工程研究所碩士論文

林韋如. (1999). 高科技產業知識管理之研究--以百略企業為例. 國立臺灣師範大學工業科技教育研究所碩士論文

林銓鋃. (2000). 企業知識管理之應用架構—國內知識導向組織的個案研究. 國立中山大學資訊管理研究所碩士論文

洪儒瑤. (2000). 台灣企業知識管理應用現況及其模式之研究. 國立臺北大學企業管理研究所碩士論文

胡瑋珊譯，Davenport, T. & Prusak, L. (1999). 知識管理(Working Knowledge: How Organizations Manage What They Know).臺北：中國生產力中心, 1999

許史金譯，勤業管理顧問公司(Arthur Andersen Business Consultation). (2001) 知識管理推行實務.　臺北：商周出版社.

連麗文. (2000). 消費金融產品創新知識管理之研究. 東吳大學企業管理研究所碩士論文

陳秉璋. (1985) 社會學理論, 臺北：三民書局

黃堅偉譯，Toffler, A. (1994). 第三波 (Third Wave). 臺北：時報出版社

劉京偉譯，勤業管理顧問公司(Arthur Andersen Business Consultation). (2000) 知識管理的第一本書.　臺北：商周出版社.

劉信志. (2000). 知識管理參考模式之研究. 國立台北科技大學商業自動化與管理研究所碩士論文

蔡采芳. (2000). 顧問業知識管理系統架構之研究. 大葉大學資訊管理研究所碩士論文

謝育勳. (2000). 員工知識管理資訊系統之設計與發展--資料採擷技術之應用. 國立中央大學人力資源管理研究所碩士論文


藍紫堂. (2000). 知識管理系統建構之個案研究. 國立中山大學企業管理研究所碩士論文

網站部份：
大陸工業發展季報2001年三月. 資料來源：http://www.cier.edu.tw/cq/CQ24-4.htm .Access Date：June, 2001

中信証券：談封裝測試業股價重挫後的投資價值. 資料來源：http://www.chinasec.com.tw/research/m200/special/PACK-1.htm；Access Date：June, 2001

電子工業周刊. 資料來源：http://www.i-map.com.tw/datserch.htm；Access Date：June, 2001

聯合報，民國89年10月3日. 資料來源：http://udnpaper.com/udnpaper/PID0008/938/web/；Access Date：June, 2001

國際綜合証券，專題分析：IC封裝測試業發展趨勢. 資料來源：http://www.intertrade.com.tw/report/report05/index4-4-114.htm；Access Date：June, 2001